Facilities Management

Quality Management System

Overview
Argenis Osorio – Manger, Quality Assurance
08 November 2013
 Quality Management System Overview

 What is Quality & Quality Management according to

International Organization for Standardization (ISO)?

— Quality is defined as the “Degree to which a set of inherent

characteristics fulfills requirements”.
Clause 3.1.1 ISO 9000:2005 standard

— Quality Management is defined as “coordinated activities

to direct and control an organization with regard to
quality”.
Clause 3.2.3 ISO 9000:2005 standard

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 Quality Management System Overview

 What is ISO?
— It is the International Organization for Standardization based
in Geneva, Switzerland. It was founded in 1947, and since
then has been developing international standards for both
manufacturing and service industries. It is rapidly becoming
the most recognizaed quality standard in the world.
 What is ISO 9001:2008?
— It is the only standard in the series of the ISO 9000 that
specifies the requirements of a quality management system.
The requirements of ISO 9001:2008 do not tell you “how” to run your business
…. That is up to you…. The requirements describe “what” needs to be achieved.
Note: ISO 9000 series is a generic, internationally recognized standard for
quality management.

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 Quality Management System Overview

What is Quality Management System?

— It is the organization structure, responsibilities, procedures and resources

for ensuring the quality of a product or service.

—To develop and implement an effective QMS we need to:

 Determine needs and expectations of customers
 Establish Quality Policy and Objectives
 Determine necessary processes and responsibilities
 Provide resources to attain quality objectives
 Establish methods for process measurement
 Determine process efficiency and effectiveness
 Determine means to prevent non-conformities
 Evaluate processes for continual improvement of the system

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 Quality Management System Overview

Benefits of an Effective Quality Management System (QMS):

— Improves:
 Efficiency and productivity
 Process consistency and stability
 Supplier performance
 Communications and support
 Morale and commitment
 Customer confidence and satisfaction
 Conformity to quality requirements
— Increases:
 Profitability
 Competitive edge and market recognition
— Reduces variation, waste and defects
— Facilitates continual improvement
— Makes financial sense

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 Quality Management System Overview

Benefits of an Effective Quality Management System (QMS) continue:

— To employees:
 Improve communication and consistency among our departments/locations
 Document and share employee’s knowledge
 Improve understanding of internal business processes
 Training staff is straight forward
 Easier to delegate
 Increase productivity
— To customers:
 Detection of a problem before it reaches the customer
 Determine the extent to which a problem exists
 Ensure that we are able to fulfill customer requirements
 We have a corrective and preventive action process in place that documents
problems or potential problems that may affect customers

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 Quality Management System Overview

Eight Quality Management Principles:

— ISO introduces the eight quality management principles on

which the Quality Management System (QMS) standards of the
of the ISO 9001:2008 are based:
 Customer focus
 Leadership
 Involvement of people
 Process approach
 System approach to management
 Continual improvement
 Factual approach to decision making
 Mutually beneficial supplier relationship

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 Quality Management System Overview

ISO 9001:2008 Eight Clauses for Requirements:

— Three General/informative clauses:

1. Scope
2. Normative References
3. Terms and definitions
— Five major clauses for requirements are:
4. Quality Management System
5. Management Responsibility
6. Resource Management
7. Product Realization
8. Measurement, Analysis and Improvement

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 Quality Management System Overview

Six Required Procedures:

— ISO 9001:2008 calls for six mandatory documented

procedures as follow:
1. Control of Documents (QA-PRO-0002) – Clause 4.2.3,
2. Control of Records (QA-PRO-0002) – Clause 4.2.4,
3. Internal Audit (QA-PRO-0003) – Clause 8.2.2,
4. Control of Non-conforming Product/Service (QA-PRO-
0005) – Clause 8.3,
5. Corrective Action (QA-PRO-0004) – Clause 8.5.2, and
6. Preventive Action (QA-PRO-0004) – Clause 8.5.3.

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Quality Management System Overview

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 Quality Management System Overview

How we document our Quality Management System?

— FM has a documented QMS with a four tier document tree
(QA-PRO-0002):

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 Quality Management System Overview

The document’s approval matrix is as follow (QA-PRO-0002):

Manager, Quality
Document Type Process Owner EH&S Consultant Area Manager Area Directors FMD & FM VPs
Assurance

Tier 1 initial
Develop Yes   Review Review Yes
release

Tier 1 revision Develop Yes   Review Review Yes

Tire 2 initial
Develop Review Review Yes Yes  
release

Tire 2 revision Develop Review Review Yes Yes  

Tire 3 initial
Develop Review Review Yes    
release

Tire 3 revision Develop Review Review Yes    

Tire 4 initial
Develop Review        
release

Tire 4 revision Develop Review        

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 Quality Management System Overview

Facilities Management’s Quality Policy – Clause 5.3:

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 Quality Management System Overview

The Quality Manual (QA-PRO-0001) – Clause 4.2.2:

— The Quality Manual is the first step in building a Quality

System.
— The Quality Manual is the main, top-level document which
establishes the quality policy and objective of an
organization.
— What will the Quality Manual provide to an organization?
 It provides evidence of what specific controls are
implemented to ensure product/service quality,
 It benefits customers, suppliers, employees and ISO, and
 It addresses all quality system elements.

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 Quality Management System Overview

Where is Facilities Management’s QMS located?

— Our QMS documentation is located on the Facilities

Management SharePoint Site and in the FM P://drive:

 https://spsc.ucalgary.ca/sites/FMShareSite/default.aspx
 P://FM/Public/Quality Management System

— Here is where to find your procedures, SOP/Guidelines,

forms, templates, etc. in order to perform your work.

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 Quality Management System Overview

Where you can find the designated QMS

Representative?

— You can find who the QMS representative is on:

 The Quality Management System Manual (QA-PRO-0001),
section 5.2.2

— Who is the Facilities Management QMS representative?

 Manager, Quality Assurance (Argenis Osorio)
 Phone: 403.220.6851
 Email: ajosorio@ucalgary.ca

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